Strategic CX

Description Strategic CX helps you to make use of existing CX knowledge, such as customer empathy, journey mapping and customer centric design to make better strategic decisions for customers and the business. We examine some best and emerging practices using common CX tools to drive customer-based insight to lay the groundwork for good strategy setting. Specifically, we look at customer behaviour, behavioural economics and loyalty models to not only refine CX strategy but also put in place measures to gauge effectiveness. This module is well suited if you are familiar with the CX world and want to take your application from tactics and programs to integrated strategy. Learning Outcomes • Analyse an existing customer experience • Make strategic recommendations for the remediation of an existing customer experience and ongoing measurement of increased value Key Topics • Customer experience overview & review • Customer Journey Map deep dive - personas and personalisation opportunities • Leveraging behavioural economics • Building trust and engaging trust to build loyalty • Behaviours and attitudes that lose customers • Future of customer experience Activities • Self-directed learning • Case studies, group work and in class exercises • Develop Persona and Empathy Maps - assessed • Constructive peer to peer feedback and suggestions on Progress Task 1 - assessed • Strategic CX Recommendations Report -assessed • Learner Reflection Report - assessed Volume of Learning 74 hours Credit Points 5 AQF Level 8